Senior Support Engineer

Job Summary:

Working under the direction of the Omnicom Technology Market Lead or, if present in Market, the Technology Support Lead, the focus of this role is on the effective and efficient end user support operation and general technology issue resolution in the market.

Where direct resolution of issues is not possible, the Senior Engineer, Technology Support will identify and understand the roadblocks and assist with clearing those by acting as an advocate for Omnicom agencies/users to help facilitate a positive resolution/experience when engagement with other Omnicom Service Areas is required.

This role will also assist with different leadership teams on an as needed basis. The position is based in an Omnicom office and requires attendance in the office in line with policy. You may be asked to work from different locations where Omnicom has a presence.

Responsibilities and Duties:

• Provide local third and second level (first level if needed) end user support using Omnicom’s ServiceNow instance and workflows for central team engagement
• Assist with global technology projects as they pertain to the local market.
• Assess priority, urgency and impact of technical issues and escalate them appropriately
• Mentor junior members of the team, function within a group and demonstrate conflict resolution skills as well as provide support to other team members in problem resolution situations
• Identify support trends and report them to Omnicom’s Service Delivery team, supporting means to improve the end user experience
• Provide “white glove” executive support and audio visual (AV) support
• Provide quality assurance over outsourced technology services
• Facilitate and coordinate site-specific activities (e.g., office moves, weekend power downs) as needed

Qualifications and Skills:

• A minimum of 5 years professional technology/IT experience, including prior experience in end-user/desktop support and audio-visual set-up and support
• In-depth knowledge of MS end-user platforms, including but not limited to, Microsoft Office, Windows, Apple Mac OS, etc., current desktop and mobile computing technology, core media or creative business applications and their operation
• A very good understanding of the ServiceNow system, workflows and escalation paths to work effectively and efficiently within the Omnicom Technology environment.
• Ability to identify non-standard requests and direct end users to use Omnicom approved technology
• Experience in JAMF, SCCM, Intune, authentication methods, Active Directory, Cloud Access Security Brokering is a plus.
• Good communication skills providing clear direction and prioritization support to team members as well as ability to explain technical facts to end users and executive management
• Exercise sound judgement in making critical decisions
• Ability to plan and coordinate various program operations
• Experience with compliance frameworks is desirable, but not required
• Past Media and Entertainment industry experience a plus

About You:

You are a self-starter and thrive working in a dynamic, diverse, and fast paced environment. You are relentless in execution and delivery. You also:

• Have incredible customer service and problem-solving skills
• Pay attention to detail and always strive for excellence
• Possess good written, oral, and listening skills, and the ability to persuade others through logical reasoning
• Can filter signals from noise, prioritise tasks and projects, and direct issues accordingly
• Work well independently and as part of a team
• Work calmly under high pressure situations
• Posses a level of patience that allows you to work across different teams, understanding their own team culture and operations, and the differences in cultures across country boundaries that may surface when working with central service teams
• Present ideas in “user-friendly” language to non-technical staff and stakeholders
• Have highly organized and time efficient, and a roll-up-your-sleeves personality
• Are fluent in the official market language(s). English language skills on a B1-level at the minimum
• Will maintain an extreme level of confidentiality in dealing with all information that flows through the office
• Are able to work in different places occasionally 

We are an equal opportunity employer and do not discriminate on the basis of race, religion, gender, age, disability, or any other protected status. We encourage applications from diverse candidates.